Patient Services Coordinator - Vital Tears

Saving-Sight•Kcmo, MO

3d•$19•Hybrid

About The Position

This mission-centered position aids in providing services and/or distributing products to patients nationwide while maintaining accurate and complete data on partners and patients. The role is responsible for the day-to-day operations of the Patient Services department, including tracking shipments, following up with mobile partners, reviewing in-default accounts, navigating issues within orders, and communicating with physicians and other external customers. A strong understanding of the Vital Tears process is essential to effectively navigate the specialist role. The position involves managing multiple databases to ensure accurate and complete records of partner accounts and patient information in all systems. It also requires following up with patients, physicians, and blood collection facilities to meet patients' needs and satisfaction, collecting patient payments, and executing other accounting functions related to the order, including following up on default payments. The role involves sharing a high volume of inbound and outbound calls with the Patient Services team and requires effective problem-solving and critical thinking skills to address patient concerns and order issues. A professional demeanor is expected towards all patients and agencies, while maintaining and strengthening relationships with all external and internal partners. The ability to de-escalate situations involving dissatisfied patients or physicians, offering assistance and support, is crucial. The role works in conjunction with the Business Development team to ensure both prospective and current patient relationships are being maintained and developed, demonstrating teamwork and collaboration in internal and external communications. Self-motivation is key to monitoring one's own work, ensuring a high level of quality, efficiency, and standards achieved. Collaboration with other internal departments on tasks, projects, and initiatives related to Vital Tears (Quality Assurance, Finance, Lab, etc.) is also a part of the role. The position involves generating and managing various reports, including commission reports, mobile partner reports, and accounting reports, and documenting accurate and current accounts, interactions, and events in the customer relations management tool.

Requirements

A minimum of one (2) year customer service and/or call center experience.
Intermediate knowledge and ability to use computers and related technology efficiently.
Ability to use multiple screens and navigate multiple systems.
Active listening skills - be able to build rapport with patients.
Great organizational skills.
Strong problem-solving abilities and attention to detail.
Ability to manage and handle stress while showing good judgment.
Ability to work independently, with limited direction, and in a team environment.
Ability to work with distraction and to multi-task with frequent interruptions.
Intermediate knowledge of Microsoft operating systems, Microsoft Office, general database, and web-based applications.
Must have reliable transportation.
Availability to work rotating weekends and nights as necessary.

Nice To Haves

Previous experience with Vital Tears preferred.
A basic knowledge of ophthalmology (various specialties, anatomy of the eye) a plus.
Ability to think strategically and plan work around attaining goals and objectives.
Strong interpersonal, verbal, written and phone communication skills.

Responsibilities

Responsible for the day-to-day operations of the Patient Services department, including tracking shipments, following up with our mobile partners, reviewing in default accounts, navigating issues within orders, and communicating with physicians and other external customers.
Manage multiple databases to ensure accurate and complete records of partner accounts, and patient information in all systems.
Follow up with patients, physicians, blood collection facilities to meet patients' needs and satisfaction.
Collect patient payments and execute other accounting functions related to the order, including following up on default payments.
Share high volume of inbound and outbound calls with the Patient Services team.
Effective problem-solving skills to solve patient concerns and order issues, i.e. shipping issues, blood issues etc.
Effective critical thinking skills; analyzing issues objectively, considering various perspectives, identifying root causes, and proposing effective solutions.
Display a professional demeanor towards all patients and agencies (including but not limited to physicians, schedulers, technicians, phlebotomists, patients, other Vital Tears partners) while maintaining and strengthening relationships with all external and internal partners.
Ability to de-escalate situations involving dissatisfied patients or physicians, offering assistance and support.
Work in conjunction with the Business Development team to ensure both prospective and current patient relationships are being maintained and developed.
Demonstrate teamwork and collaboration in internal and external communications.
Be self-motivated to monitor your own work, ensuring a high level of quality, efficiency, and standards achieved.
Work closely with other internal departments on tasks, projects, initiatives related to Vital Tears. (Quality Assurance, Finance, Lab, other)
Generate and manage various reports including but not limited to commission reports, mobile partner reports, and accounting reports.
Document accurate and current accounts, interactions, and events in the customer relations management tool.